Project | Customer Satisfaction Factors

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Customer service agent performance is typically measured by random sampling and scoring calls using a predetermined taxonomy whose dimensions typically include personal service, knowledge, accuracy, and efficiency.  The visualization depicted here integrates the voice-of-customer satisfaction survey results segmented by the determinant factors of effort, confidence, courtesy, and efficiency.  The results are further stratified by agent ID, location, and the number of surveys associated with each agent.  Visual correlation analysis suggest that confidence and efficiency are the factors that matter most while perceptions of transaction effort are a close third.  Surprisingly, our customers don't seem to care as much about courtesy as the loosely correlated pattern suggests.  Aside from the ability to visually represent the voice of the customer as a performance metric, we can use filtering to isolate agents that perform relatively better in demanding situations such as unsuccessful transaction resolution combined with customer estimates of high effort.  Agents that score relatively better in this situation may possess more nuanced skills and techniques worthy of further examination.